Purpose: Process Efficiency, Process Improvement, Problem Solving, Service Improvement
Target Participants or Users: Program Managers, Program Directors, Superintendents, Safety Officers, Chief Inspectors, Supervisors, Operation Officers, Maintenance Chiefs
About the Technique
A Gemba Walk is a key lean management technique where leaders go to the actual place where work happens to understand processes, identify waste, and find opportunities for improvement.
The term “Gemba Walk” originates from the Japanese phrase “Gemba,” which means “the real place.” It is a structured, firsthand observation of work processes within their actual setting. This methodology is meticulously designed to provide a better understanding of current operational conditions and to identify opportunities for substantial improvements. The core principle behind Gemba Walks is: “Go See, Ask Why, Show Respect.” This involves directly observing processes, inquisitively exploring the underlying reasons behind observations, and demonstrating genuine respect for the individuals performing the work.
Gemba Walk enhances efficiency across various public sector settings. In municipal offices, they help identify inefficiencies in public services like licensing and tax collection. Healthcare facilities use them to optimize patient flow and reduce wait times, improving service quality. Law enforcement agencies benefit by refining administrative and field operations to enhance safety and efficiency. Educational institutions improve student services and administrative workflows through Gemba Walks, leading to better educational outcomes. Public works and transportation departments apply them to assess road maintenance, public transit, and infrastructure projects, ensuring resource optimization and improved service delivery.
How to Do the Technique
Steps
Sample GEMBA WALK
B. Sample template when doing the Gemba Walk
Source: https://goleansixsigma.com/gemba-walk-interview-sheet/
References:
- Ahmed, M.H. (2015). Daily Walks Train Future Leaders. Industrial Management, SSRN, 56 (1), 22. https://ssrn.com/abstract=2920238
- Bremer, M. (2025). The effective way to do a gemba walk. ResearchGate, (28), 18-22. https://www.researchgate.net/publication/289546523_The_effective_way_to_do_a_gemba_walk
- Taylor, J.D. (2021). The Impact of Gemba Walks on Preventative Maintenance Productivity. [(Masters Thesis), Western Kentucky University]. https://digitalcommons.wku.edu/cgi/viewcontent.cgi?article=4546&context=theses